On Wall Street, April 1st, 2001
The answer depends on your regulator, but oral and written complaints often are equivalent.
Q If a customer calls to complain about something over the phone, but does not put the complaint in writing, is that considered a customer complaint for reporting purposes?
A It may be. Whether you have to report an oral customer complaint that was never committed to writing will depend on your SROs. If your firm is a member of the New York Stock Exchange you would have to report this complaint. Under NYSE Rule 351(d), any oral complaint is reportable and is treated identically to a written complain...
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